We are currently conducting a Customer Satisfaction Survey, specifically relating to our Call Centre Performance. At the end of each support call, we are asking customer to participate in the survey. If they agree, we email them a link to an online survey that they complete & submit. I am currently tracking the following:
1 Overall Response Level - number of completed surveys compared to calls handled
2 Participation Level - number of customers who agree to participate in the surveys compared to calls handled
3 Response Rate - number of completed surveys received compared to the number of surveys sent (to customers who agreed to participate)
Our response rate is around 20%, and the participation Level is around 8%. However in terms of calls handled, we've only received feedback on 1.5% of calls, which seems really low to me.
Does anyone have any benchmarks/industry standards on Customer Satisfaction Surveys, participation/response levels?
Or, any feedback on how we could get more customers to participate in the survey?